Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

Ron Carson leads Thirdside, a leading customer insights agency. The secret to GTM success? Actual conversations such as Win-Loss Analysis. Today, companies can track and measure customer interactions ...

Customer value mapping is an established concept and has various definitions. Unfortunately, many companies get lost with customer value mapping. Too often, the exercise becomes entirely focused on a ...

In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

More and more, manufacturers are positioning themselves as full solution providers, including software and data-rich innovations. They start to compete directly with pure SaaS (software-as-a-service) ...

SaaS companies are founded in a product/service, which is obvious. Selling, contracting, and documenting the customer data, however, is not always easy. Take the time to evaluate the sales ...

DR: Each year, B2B Marketing runs something called the Trend Tracker. Basically, this is a survey that seeks to understand what specific areas B2B marketers will be focused on in the year ahead. In ...

However, like other fractional roles, hiring a fractional customer success leader can bring scale, and expertise to help build your future full-time team. For early companies, fractional customer ...